12-Month Warranty on Every Device
At The OEM Store, we stand behind the quality of our refurbished technology.
Every refurbished mobile phone, laptop, tablet and smartwatch sold by The OEM Store is covered by a 12-month warranty from the date of delivery.
Accessories are covered by a 3-month warranty.
Our warranty provides additional protection against eligible hardware faults and defects under normal use.
These warranties are provided in addition to your rights under the Australian Consumer Law (ACL). Your statutory consumer rights may continue beyond the stated warranty periods.
What Our Warranty Covers
Our 12-month warranty covers faults in the device's hardware and workmanship that occur under normal use and are not caused by accidental damage, misuse or other excluded causes.
Covered faults may include:
- Internal hardware: Logic boards, motherboards, charging ports, speakers, microphones and buttons that stop functioning under normal use.
- Displays: Dead pixels, touchscreen failures, display malfunctions and image burn-in that were not disclosed at the time of sale.
- Cameras and sensors: Camera failures, Face ID, Touch ID, fingerprint readers and other sensors that stop functioning under normal use.
- Connectivity: Wi-Fi, Bluetooth and cellular connectivity faults caused by defective hardware.
- Laptop components: Hardware faults affecting keyboards, trackpads, storage, memory, internal components and charging systems.
- Refurbished components: Hardware components repaired or replaced as part of our refurbishment process.
Each warranty claim is assessed according to the nature of the fault, the device's condition and the circumstances in which the problem occurred.
Battery Health Guarantee
Every device is supplied with a battery at 80% health or better at the time of dispatch.
If your device's battery health drops below 80% within the first 6 months from delivery, it is covered by our battery guarantee.
Batteries naturally lose capacity over time through normal usage and ageing.
Normal battery degradation after the initial 6-month battery guarantee is not covered by that specific guarantee.
However, abnormal battery deterioration or a battery fault may still qualify for a remedy under our 12-month warranty or the Australian Consumer Law, depending on the circumstances.
Our Refurbishment & Quality Standards
Every refurbished device is tested, inspected and quality-checked by our technicians in Melbourne before being offered for sale.
Our refurbishment process includes relevant hardware and functionality testing, secure data erasure and cosmetic inspection.
Each device is assigned a cosmetic condition grade, which is described on its product listing.
As refurbished devices are pre-owned, they may show signs of previous use consistent with their advertised condition grade.
Cosmetic marks that were accurately disclosed at the time of sale are not considered defects simply because the device is not brand new.
All devices must still match their advertised description and meet applicable consumer guarantees under Australian law.
What Is Not Covered by Our Warranty?
Our voluntary warranty does not cover faults or damage caused by accidents, misuse, liquid exposure, unauthorised repairs or other factors unrelated to defects in the device itself.
Examples include:
- Accidental or physical damage: Cracked glass or screens, bent frames, dents, impact damage, pressure marks on displays or charging ports damaged by external force.
- Liquid damage: Damage caused by water, moisture, other liquids or corrosion, including internal component failures resulting from liquid exposure.
- Third-party repairs or modifications: Faults caused by repairs, modifications or replacement parts installed by the customer or another repair provider.
- Software-related issues: Problems caused by third-party applications, jailbreaking, rooting, incompatible software or modifications rather than defective hardware.
- Account and security locks: Activation Lock, Google Factory Reset Protection (FRP), MDM restrictions or other account locks added after delivery.
- Network blacklisting: Blacklisting caused by actions taken after delivery by the purchaser, including reporting the device lost or stolen or unpaid carrier contracts entered into by the purchaser.
- Normal cosmetic wear: Scratches, scuffs and other cosmetic deterioration occurring through ordinary use after delivery.
- Normal battery ageing: Expected battery degradation that does not constitute a fault or breach of an applicable consumer guarantee.
- Accessories: Faults outside the 3-month accessory warranty period, except where Australian Consumer Law provides additional rights.
Physical Damage & Third-Party Repairs
Physical damage, liquid damage or repairs performed by a third party may affect warranty coverage where they caused or contributed to the fault being claimed.
However, these circumstances do not automatically invalidate warranty coverage for unrelated faults and do not remove your rights under Australian Consumer Law.
For example, an unrelated hardware defect will be assessed on its own merits, even if the device has a separate cosmetic mark.
Where relevant, our technicians may examine internal components, replacement parts, seals, liquid indicators and evidence of tampering to help determine the cause of a reported issue.
If a Fault Is Not Covered
If our assessment determines that a fault is not covered by our voluntary warranty or applicable consumer guarantees, we will explain the findings.
Where appropriate, we may provide photographs or diagnostic information supporting the assessment.
You may then choose to request a paid repair quote or have the device returned without repair.
We will advise you of any applicable charges before proceeding with a paid repair or chargeable return.
How to Make a Warranty Claim
If you experience a problem with your device, please contact our customer support team.
Email: support@theoemstore.com.au
Please include the following information:
- Your order number or proof of purchase
- The device's IMEI or serial number, where available
- A brief description of the problem
- Photographs or a screen recording showing the fault, if available
Our Warranty Claim Process
- Contact our support team: We aim to respond within 1 business day with initial troubleshooting advice. Many issues can be resolved without returning the device.
- Return authorisation: If the fault persists, we will provide a return authorisation and a prepaid shipping label for warranty assessment. Please contact us before sending a device back so the return can be tracked correctly.
- Prepare your device: Back up your personal data, sign out of relevant accounts, disable Find My or Google account protection where applicable, and remove your SIM card, case and screen protector.
- Inspection and diagnosis: We aim to inspect and test your device within 3 business days of receiving it. We will email you the results and advise whether further testing is required.
- Resolution: Where a fault is covered, we will arrange an appropriate repair, replacement or refund in accordance with our warranty and Australian Consumer Law.
Warranty Return Shipping Costs
We provide prepaid return shipping labels for devices returned for warranty assessment.
Where a covered fault is confirmed, we cover the cost of the repair or replacement and the delivery of the repaired or replacement device.
If you have already paid reasonable return postage for a product confirmed to breach an Australian Consumer Law guarantee, you are entitled to reimbursement of those reasonable costs.
If an issue is found not to be covered, we will notify you of any applicable return or repair charges before proceeding.
Repairs, Replacements & Refunds
The appropriate remedy depends on the nature and seriousness of the fault.
Minor Faults
For covered faults that do not amount to a major failure under Australian Consumer Law, we will generally arrange to repair the device at no cost to you.
We may instead offer a suitable replacement or refund where appropriate.
If a fault cannot be repaired within a reasonable time, you may be entitled to further remedies under Australian Consumer Law.
Major Failures
If a device has a major failure under Australian Consumer Law, you are generally entitled to choose a refund or replacement, subject to the applicable provisions of the law.
You are not required to accept a repair instead of a refund or replacement where Australian Consumer Law gives you that choice.
A major failure may include a serious defect that cannot be repaired easily within a reasonable time, an unsafe product, or a product that is substantially different from its description.
Replacement Devices
Where a replacement is provided under our voluntary warranty, we aim to supply a device of the same model, storage capacity and cosmetic grade, or better.
If a suitable replacement is unavailable, we will provide an appropriate alternative remedy under our warranty and your rights under Australian Consumer Law.
Warranty Period After Repair or Replacement
A device repaired or replaced under our voluntary warranty retains the remaining balance of the original 12-month warranty period.
The voluntary warranty period does not automatically restart following a repair or replacement.
However, your rights under Australian Consumer Law continue to apply to repaired or replacement goods and are not limited by the remaining voluntary warranty period.
Important Information About Data & Repairs
Please back up all important files, photographs, contacts and other personal information before sending your device to us.
Inspection, repair or replacement may require a factory reset or data erasure.
Important: Repairing your device may result in the loss of data stored on it.
Devices with Activation Lock, Google FRP or other account restrictions may not be fully testable until those restrictions are removed.
If a security restriction prevents us from completing an inspection or repair, we will contact you for assistance.
Refurbished Parts & Replacement Devices
Under the Australian Consumer Law, the following repair notice applies where refurbished goods or parts may be used:
Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.
Where a repair is required, we will provide the applicable written repair notice before accepting the device for repair.
30-Day Returns & Refunds
Changed your mind about your purchase?
The OEM Store also offers a 30-day change-of-mind return policy on eligible products purchased directly from our website.
This is separate from our 12-month warranty and your rights under Australian Consumer Law.
For information about return eligibility, shipping costs, exchanges and refund processing, please read our Refund & Returns Policy.
Your Rights Under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Our 12-month device warranty, 3-month accessory warranty and 6-month battery guarantee provide benefits in addition to these statutory rights.
Australian Consumer Law guarantees may continue to apply beyond our stated warranty periods. This depends on factors including the nature, age, price, condition and expected durability of the product.
Consumer guarantees also apply to refurbished and second-hand goods, taking their disclosed condition and other relevant circumstances into account.
Nothing in this policy excludes, restricts or modifies your rights under Australian Consumer Law.
Warranty Claims for Marketplace Purchases
Products purchased from The OEM Store through eBay, Back Market or Reebelo may also be subject to the relevant marketplace's return and dispute procedures.
We recommend initially lodging your warranty claim through the marketplace where you placed your order so the request can be tracked correctly.
Marketplace procedures do not remove any applicable rights you have against The OEM Store under Australian Consumer Law.
Warranty Contact Details
The OEM Store Pty Ltd
ABN: 58 644 666 973
618 South Road
Moorabbin VIC 3189
Australia
Email:
support@theoemstore.com.au
Phone:
1800 431 512
For warranty enquiries, please contact us with your order number and details of the issue.
Our team aims to respond to email enquiries within 1 business day.
